Customer Success Manager (CSM)

Equifax; St. Louis (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

Equifax is seeking a Customer Success Manager (CSM) to own client relationships and drive adoption, retention, and revenue growth. You will partner with clients to achieve business objectives, provide proactive support, and serve as a trusted advisor throughout the customer lifecycle.

In this role, you will educate clients on the value of Equifax solutions, monitor health metrics, and coordinate with cross-functional teams to resolve issues and uncover opportunities.

Qualifications

• 2+ years of experience in a Customer Success, Account Management, or other Client-Facing role.
• Bachelor’s degree (or higher) required, or the equivalent years of industry experience.
• Self-starter who takes initiative to own problems and get things done.
• Ability to troubleshoot and solve business and basic technical problems.
• Ability to manage daily client communications, including escalations and problem management situations.
• Proven ability to interface with production teams, technology, sales, and clients to provide total solution.
• Ability to work autonomously and collaborate as part of a team.
• Passion for the customer experience and opportunities to improve satisfaction.
• Ability to travel occasionally (up to 25%).

Responsibilities

• Develop strong relationships with clients and maintain high engagement.
• Maintain deep understanding of our solutions, client base, and best practices.
• Act as trusted advisor and advocate for the client to ensure success.
• Educate clients on business value and best practices.
• Provide business insights through client value presentations and reviews.
• Identify growth and upsell opportunities and coordinate with Account Executive.
• Assess customer health by monitoring product usage and issues.
• Coordinate with COE teams to meet customer needs and resolve pain points.
• Relay feedback and trends to address underlying issues.
• Provide transparency on status of issues from submission to resolution.
• Participate in the customer life cycle from prospect to renewal.
• Support CSM program development and training as needed.
• Assist with account changes, product setup, and billing research.

Skills

Customer Success

Account Management

Client-Facing

Problem Solving

Communication

Autonomy

Education

Bachelor's degree

Job description

A Customer Success Manager (CSM) is a self-starter who demonstrates an owner’s attitude towards our clients. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion.

What You Will Do

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
• Maintain a deep understanding of our solutions, client base, and best practices
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
• Educate clients on business value of solutions and application of best practices
• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
• Assess customer health by monitoring product usage, reported issues, and other success metrics
• Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
• Identify trends and relay feedback internally to appropriately address underlying issues
• Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
• Actively participate in the customer life cycle process, from prospect to renewal
• Participate in CSM program development and improvement activities
• Facilitate customer account changes, product set up and billing research/corrections
• Work with Sales and other Learning & Development teams to facilitate customer training as needed

What Experience You Need

• 2+ years of experience in a Customer Success, Account Management, or other Client-Facing role
• Bachelor’s degree (or higher) required, or the equivalent years of industry experience
• Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
• Ability to troubleshoot and solve business and basic technical problems
• Ability to effectively manage daily client communications, including escalations and problem management situations
• Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution
• Must be able to work autonomously and collaborate as part of a team
• Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
• Ability to travel occasionally (up to 25% of the time)

What Could Set You Apart

• Possesses strong analytic skills; process improvement and project management capabilities a plus
• Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
• Exhibits confidence and is calm under pressure